Situation Before Salesforce Implementation

The County’s Contact Center manages inbound calls from separate phone lines for the Treasurer, Assessor, Recorder, and Elections, and is often the first point of contact for residents and voters. Agents search for information using a variety of sources, provide information to callers, email requests to the appropriate departments, and coordinate follow-up with callers, as needed.

Given the extent of the manual effort involved in managing each call and tracking outcomes, the County needed to offload a portion of the calls by incorporating web chat into the service center, including integration with existing systems.

Specifically, the County had identified the following key objectives for its Customer Relationship Management (CRM) and Computer-Telephony Integration (CTI) implementation:

  • Streamline information gathering from callers
  • Provide customer information automatically to agents for incoming calls
  • Make out-going calls directly from Salesforce customer records
  • Enrich constituent contact information and call/case history
  • Improve time-to-resolution for citizen inquiries

 

In this engagement with the County, AST has completely transformed communication between the County and its citizens. Using the flexibility of the Salesforce platform, manual message routing has been eliminated, call center productivity has increased by about 30%, and intelligent automation provides information to callers much more quickly.”

Keith Lovegrove Regional Director, AST LLC
Let’s Create Progress Together!

In this engagement with the County, AST has completely transformed communication between the County and its citizens. Using the flexibility of the Salesforce platform, manual message routing has been eliminated, call center productivity has increased by about 30%, and intelligent automation provides information to callers much more quickly.”

Keith Lovegrove Regional Director, AST LLC

Solution & Benefits of Salesforce for Call Center Operations

AST’s history of successful modernization within State and Local Government made it the ideal partner for this engagement. Salesforce Service Cloud, integrated with the County’s phone system, has improved the operational efficiency of call center agents, and allows an omnichannel experience for citizens. Intelligent automation supports agents by quickly retrieving caller information and history, and attaching the appropriate documents to outbound emails based on case categorization.

The County’s partnership with AST has resulted in the following service improvements:

  • Improved call handling efficiency by 30%
  • Established phone, email, and web chat communication options for inquiries
  • Automated email routing to appropriate departments and constituents
  • Implemented Salesforce Knowledge to improve response quality and timeliness
  • Automated reports and dashboards for improved decision-making
  • Improved time-to-resolution and citizen satisfaction
Industry: State & Local Government

Solution Components:

  • Salesforce Service Cloud
  • Salesforce Knowledge
  • Tenfold CTI Integration
why ast poster why ast poster

Why AST?


AST’s implementation of Salesforce at the County’s Contact Center has improved operations, enhanced engagement with citizens, and modernized communication using a scalable platform, intelligent automation, and key integrations for a truly seamless experience.